Senior Support Engineer - Tokyo


2 months ago


We are currently hiring for this role in Japan.  Your exact location within the country does not matter; the role is not office-based. There will be onsite travel to provide in-person support to customers in Tokyo and across Japan.

What you will be doing:

We are currently growing our support team at ClickHouse who provides excellent service to our customers around the world. We are seeking a senior customer support engineer based in Tokyo.  We hope to find you ready to take on a large variety of tasks related to our customers locally in Japan as well as more regionally across APJ and EMEA. This is a customer-facing role that will include some onsite customer visits in Japan.  You will be owning a wide variety of tasks: from support tickets to community support, helping with both pre- and post- sales customer activities, partnering with our Go To Market team with deeply technical aspects of POCs, and suggesting improvements to how we do things in Support at ClickHouse. This is a great opportunity for someone ready to roll-up their sleeves and help us expand our regional presence in Japan!

Examples of projects you might contribute to:

  • Work closely with the Support Services team, Engineering, and Product Management to help define functionality required by users and customers
  • Develop solutions based on ClickHouse Cloud and ClickHouse open-source that can be shared with our users, community, and customers via documentation, knowledge base, blogs, meetups, webinars, and training
  • Assist with mentoring, training, and sharing your knowledge with colleagues, users, and customers

And of course:

  • You will deliver excellent customer service as a front-line engineer and representative of ClickHouse. Our Support Engineers provide professional response, on call coverage, and guidance within the required Service Level Agreement ("SLA") on technical cases that are opened via a ticketing system, email, Slack, and/or phone
  • You will build strong, trusted relationships with colleagues, customers, and partners

What you will bring along:

  • Prior experience within a technical support organization
  • Technical breadth and depth in relevant subjects, for example: ClickHouse DBMS or similar OLAP or SQL databases, experience with Cloud/SaaS platforms, Linux/Unix experience, experience with Kubernetes and containers, System or Network Administration experience
  • Be present and available according to the scheduling and onsite travel required to deliver high-quality 24x7 Support in a global, distributed environment
  • Strong written and verbal communication skills in both Japanese and English
  • Experience in a customer-facing role that entailed pre- and post-sales support, solution or sales engineering, consulting, and/or training
  • A mindset of teamwork, global engagement, empathy, and solving challenging problems
  • A sense of adventure and urgency in building the most scalable, highest performing, largest, and fastest databases on the planet
  • Self-driven, curious, and eager to continuously learn and grow

Bonus points:

  • Demonstrated success in collaborating with software developers, product managers, account representatives, and a user Community to deliver an amazing user and customer experience
  • Passion for applying open-source software technology to massive data sets in order to solve complex questions and improve the world in which we live